Customer feedback is critical to any organization striving to build a better customer experience, but just as important as the feedback itself is the timing. How useful is it to gather feedback on events that happened days, weeks or even months ago? And conversely, what if customer feedback could be gathered in very real time to improve the customer experience today?
Performance management and feedback solutions provider Macorva recently announced the launch of its Radiant AI Customer Feedback Reports. Highly requested by its customer base, this newly released feature is expected to improve the way Macorva’s client companies use customer feedback, ensuring that valuable insights never go unnoticed.
The Radiant AI Customer Feedback Reports use advanced generative AI to automatically distill customer feedback into actionable insights, and deliver it directly to the right people at the right time; strategically identify and elevate the most critical feedback, providing clear guidance on next steps to optimize customer satisfaction; and replace time-consuming manual analysis with a streamlined, direct delivery of key customer insights, enabling businesses to make informed decisions swiftly and drive meaningful progress.
Macorva's Radiant AI technology analyzes feedback from Macorva CX surveys and data imported from clients' own feedback systems and delivers customized summaries to the right people at the right time, allowing for actionable steps to be taken quickly. For example, store managers can receive daily reports, customer service agents and their supervisors are sent weekly scorecards, and company leadership receives comprehensive monthly briefings.
"Businesses struggle to make sense of the feedback they receive because it requires the right people to consistently log in and sift through dashboards and customer comments," said Dr. Nathan Childress, founder and CEO of Macorva, in a statement. "Our AI Customer Feedback Reports eliminate this hassle by summarizing the data, highlighting key customer quotes, and sending them directly to team members. It's about getting the right information to the right people without them having to look for it."
Edited by
Alex Passett
